Business News
Xerox Racks Up Points for Customer Service, Earns Fifth Consecutive J.D. Power and Associates Certification
Friday 04. February 2011 - For the fifth consecutive year, J.D. Power and Associates recognized Xerox Corporation (NYSE:XRX) for providing "An Outstanding Customer Service Experience." The certification for Excellence in Technology Service and Support is one of the customer service industry's most prestigious recognitions.
“This certification underscores Xerox’s drive to help customers better focus on their real business,” said Bill Steenburgh, senior vice president, Xerox Services. “When it comes to service, the voice of our customer is the most powerful and influential. That’s why achieving this certification over successive years is such an important validation that we are meeting, even exceeding, our customers’ needs.”
Qualified companies must first pass the TSIA’s Excellence in Service Operations eight day, on-site audit conducted by technical support experts. During the audit, all aspects of customer support are evaluated, including integration and measurement of voice of the customer across the entire business. Xerox’s success in the audit phase allowed the company to enter the second research phase conducted by J.D. Power and Associates auditors, who surveyed over 1,000 Xerox customers. Those surveys solidified Xerox as a leader in providing customer support satisfaction in 2006, 2007, 2008, 2009 and now 2010.
“Xerox’s commitment and success in the TSIA and J.D. Power and Associates Certified Technology Services and Support program for five consecutive years, clearly demonstrates leadership in delivering on their commitment to service excellence,” said Tom Pridham, vice president and general manager, Organizational Development Services at TSIA.
Last month, Xerox Services also earned the Technology Services Industry Association’s (TSIA) STAR Awards in two categories: “Excellence in Enabling Customer Support” and “Excellence in Mission-Critical Support.” The two awards underscore Xerox Services’ continued efforts to deliver quality support and service to its customers.